iX Customer Support

Warranty, Service, and Support Coverage

All iXsystems fully-configured rackmount servers and storage devices are warranted to be free of defects in materials and workmanship for a period of one to three years from the original date of shipment. Extended warranties are available, often up to 5 years.

There is no onsite service component of the standard warranty; however, it is available as a warranty upgrade. There are several onsite program options available ranging from next business day response during business hours to 4 hour onsite, 24 hours per day, 7 days per week. There is also an option to extend your telephone technical support to 24×7. Your iXsystems Account Executive can quote rates for all extended support options.

All warranty events are handled directly by iXsystems, to include, but not limited to, all technical support, all repair part shipments, and all factory repairs.

Support Procedure

Should there be a problem with a product you purchased from iXsystems, please review information available on the iXsystems Support Portal, http://ixsystems.com/support. There is never a charge for covered technical support events within our normal hours of business. Except as otherwise stated herein, if you are unable to resolve a problem with an iXsystems product, contact us toll-free from within the USA at 1–855-473-7449, or at 408-943-4100 for telephone assistance between the hours of 9:00 am to 5:00 pm Pacific time, Monday through Friday.

The procedure to initiate a warranty event is to contact iXsystems Technical Support, toll-free at 855-GREP-4-IX (855-473-7449) Option 2 from 9:00 am to 5:00 pm Pacific time, Monday through Friday. A Support Ticket will be opened and a Support Ticket assigned. You may also initiate your own Support Ticket at any time by submitting a support request at https://support.ixsystems.com/. The ensuing conversation and troubleshooting will determine the required action to restore the device to operability as quickly as possible. The chosen action will be initiated immediately.

Returning Products to iXsystems (RMA)

During the full period of the warranty, components or an entire server may be returned to iXsystems for repair. When an item is being returned for repair, credit, or refund, a Return Merchandise Authorization (RMA) number must first be obtained by contacting iXsystems. iXsystems RMA numbers are valid for 30 days after the date of issuance. The RMA number(s) must be prominently displayed on the shipping label of any box containing returned goods (it will already be present on shipping labels provided by iXsystems). Please do not mark directly on the box itself. Any product returned without an RMA number, incomplete and/or not in resellable condition, or with an RMA number over 30 days old, may be refused.

Advance Replacement: for component replacements, iXsystems will issue a prepaid shipping label along with the replacement component(s) so that the defective component can be returned. This shipping label is time-limited to 10 days. If parts are not returned within 14 days, an automated invoice will be issued for the full cost of the replacement component. Advance Replacement RMA times are variable and subject to inventory on-hand. If an SLA is required, extended warranty services can be provided for “Overnight Parts Replacement” or spares kits may be purchased. Advance replacement is not standard with the FreeNAS Mini.

For RMAs requiring the shipment of an entire system, defective product(s) must be shipped back to iXsystems in their original or equivalent packaging to avoid damage or delays. The shipment must also be insured or the owner accepts the risk of loss or damage during shipment. In some cases, iXsystems will offer prepaid shipping labels for the item’s return, at its sole discretion. iXsystems will return the repaired system to you freight prepaid if you use an address in the continental United States, where applicable. Shipments to other locations will be made freight collect.

NOTE: Before you ship the product(s) to iXsystems, back up the data on the hard-disk drive(s) and any other storage device(s) in the product(s). Remove any removable media, such as diskettes, CDs, or PC Cards. iXsystems does not accept liability for lost data or software.

We reserve the right to repair or replace the defective product under warranty as we see appropriate. We reserve the right to employ refurbished and/or recertified components in the performance of our warranty.

Warranty Limitations

This limited warranty does not cover any items that are in one or more of the following categories: all software; external devices (except as specifically noted on invoice); accessories or parts added to an iXsystems system after the system is shipped from iXsystems; accessories or parts not acquired through iXsystems; accessories or parts that are not installed in the iXsystems factory. We cannot warrant that any product that you acquire will meet your individual requirements. We cannot warrant the uninterrupted, or error-free operation of a product.

This limited warranty does not cover damage due to external causes, including accident, abuse, misuse, problems with electrical power, servicing not authorized by iXsystems, usage not in accordance with product instructions, flash/SSD wear and/or write exhaustion, failure to perform required preventive maintenance, and problems caused by the use of parts and components not supplied by iXsystems.

Warranty Extensions

Warranties can be extended on iXsystems hardware up to 5 years at the point of purchase. Warranty extensions may be available for purchase after the time of sale but can only be guaranteed at the point of purchase due to the variability of component availability after purchase. If a warranty is extended after a lapse in warranty, a lapsed warranty fee is charged along with the prorated amount for the portion of the warranty that had lapsed. Warranty extensions after a lapsed warranty are also subject to a 21 day holding period before a service ticket can be opened.

Billable Repair Warranty

All repairs performed by iXsystems at its facility on a billable basis outside the scope of a system warranty are warranted for a period of 90 days from the date of the repair. If such repair is performed on a system having a remaining iXsystems warranty in excess of 90 days, the overall system warranty is not affected.

Non-iXsystems Products

The manufacturer, supplier, or publisher of any products other than integrated complete computer and storage systems with the iXsystems brand logo is responsible for providing any service or support for those products.

Overall Warranty Disclaimer

iXSYSTEMS DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES WITH RESPECT TO THE PRODUCTS, WHETHER EXPRESSED, IMPLIED OR STATUTORY, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

iXsystems values privacy for all visitors. Learn more about how we use cookies and how you can control them by reading our Privacy Policy.